My wife took our recently purchased (from another Toyota dealership 2hours away) Sienna in for its first service at Germain Toyota in Sarasota. My wife had the unfortunate opportunity to deal with the incredibly rude service advisor #8486 Michael Hall.
What it comes down to is I grew up doing oil changes every 3000 miles. I understand with newer synthetic oils service intervals can be extended out. I just don't feel comfortable with letting my vehicle run for 10000 miles before servicing the engine, which is what Toyota reccomends. I choose to change my oil every 5000 miles. I understand that we are given two years of free maintenance. So instead of giving me two free years of maintenance at every 10,000 miles give me one year of Maintenance every 5000 miles and the service manager at the dealer I purchased the vehicle from understood that and agreed with me.
When my wife took the Sienna in yesterday for the service Michael Hall told her that it was "stupid" for her to change your oil every 5000 miles, even though he admitted that the majority of the techs in the back who are old school change their oil every 3000 Miles because that's what they grew up with and that's what they're used to. When Michael told my wife that she would have to pay for the service she said that's fine give me my keys back and I'll take it elsewhere. Michael told her no and refused to give her her keys back and said the vehicles already here we're going to do it. My wife called the dealership we purchased it from, Sun Toyota in Holiday (I wish I lived closer because they gave A+ Service throughout the whole purchasing experience) and Michael spoke with the general sales manager there. Michael then began to argue on the phone with the GSM and hung up on him.
After all this Michael told my wife it was going to be an hour before they could get to it because their were 4 people ahead of her. My wife stated to him that we had a scheduled appointment, but apparently this was Michael's way of getting back at my wife. So after 3 hours my wife's van was finally finished. 3 hours for an oil change and tire rotation, with a scheduled appointment! What makes it even better is the fact my wife was there with our 7 month old daughter, trying to keep her entertained for 3 hours. While my wife was waiting, Michael approached her and handed her a sheet of paper. Michael explained to her this was the list of "special operating conditions" which Toyota recognizes and recommends 5000 mile interval services. One of the exceptions was traveling on dirt or dusty roads. When my wife explained to Michael we live on a dirt road, Michael blew her off and stated Toyota has to write that and it doesn't really matter. You contradicted yourself Michael!
At the end of all of this Michael told my wife, straight up, not to come back. On our work invoice he wasn't as blount, he just left a note stating we couldn't bring the van there if we wanted 5000 mile services. Don't worry Michael, you don't have to worry about getting my business ever again!